Technical Specialist, End User Collaboration Solutions

• Administration/configuration/troubleshooting/end user of several Office 365services. Strong background and exposure on troubleshooting issues on Office 365 services especially in Exchange Online, Email Gateway, Teams, OneDrive, Conditional Access, Intune and SharePoint Online via admin portal and PowerShell scripting.
• Responsible for monitoring, analyzing, and optimizing infrastructure, to best support testing and deployment in continuous integration/continuous delivery environment.
• Contributes and assists with efforts/projects in the deployment, maintenance, and support of current and new data center infrastructure.
• Leads complex troubleshooting and resolve critical or escalated technical issues over a significant population of affected software or equipment.
• Leads and participates in the development of processes and documentation for new areas of work or knowledge.
• Actively involved in platform automation and orchestration, both from a technical standpoint and a process point of view.
• Create and Implement Change Requests per Business requirement and incident/problem resolution.
• Management and administration of email gateway (Exchange Online Protection)
  • Creation and administration of Mail Flow rules and SPAM filtering
  • Performing message traces
  • Detection of quarantined emails
• Troubleshoot issues (e.g. mail flow/ SMTP message delivery, call drop/quality issue, Intune BYOD issues) under SLA
• Provides Global IT support; design, implementation, configuration, administration, maintenance, monitoring and troubleshooting of Messaging Infrastructure (Hybrid Exchange), Microsoft 365, Cisco ESA/SMA (IronPort) Email Gateways, Active Directory, Azure AD Connect, AD FS
• Creates documentations and KB articles that would improve handling of ticket.
• Provides mentorship to colleagues as deemed necessary.
• Monitoring and resolving issues related to Exchange mailboxes, message tracking, and transport logs.
• Deploying and configuring Exchange Online Protection/Security/Compliance Policies for inbound and outbound email protection.
• Managing and monitoring email infrastructure for high availability and optimal performance.
• Working closely with other IT teams to troubleshoot and resolve issues related to any Office 365 services and collaboration tools.
• Performing system administration, security, and maintenance duties as required.

Primary Skills

• Have good English/Japanese communication skills.
• Experience of Azure AD, O365 tools (Exchange, Teams, SharePoint, OneDrive, Yammer etc.)
• Role based access control and Intune subscription management.
• Creating and managing teams’ policies, reading CQD logs and checking team status.
• Should have a good understanding on how to manage SharePoint Online environment including site permissions, storage management and audit logs.
• Implementing Intune MDM, MAM components and conditional access policies.
• License and user management in office 365 as well as Azure logs Intune endpoint management experience on physical devices with SCCM or Intune
• Should be able to create policies for App protection at least on mobile devices.
• Proficient in PowerShell scripting for all o365 modules.

Nice to have

• Knowledge of Power Platform (PowerApps/Power BI/Power Automate) Provides support for administration, maintenance, monitoring and troubleshooting of current Cisco ESA/SMA (IronPort), other SMTP/OTP solutions and Email Gateways.
• Managing and monitoring email infrastructure for high availability and optimal performance.
• Monitoring and resolving issues related to Exchange mailboxes, message tracking, and transport logs
• Should be familiar with ITIL processes including Change/Problem/Service request and Incident management
• Able to easily adapt on a diverse working environment
• Preferable to have experience on Service Now ticketing tool

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid